DUAKA OTITO CHINAZO
Phone: -
Email:-LinkedIn: linkedin.com/in/chinazogloria
Location: UTC+1
Remote Availability: Open to global remote roles (Full-time | Contract)
PROFESSIONAL SUMMARY
Customer Support Specialist with 4+ years of experience who believes customer are the foundation of every business. Without their support, businesses cannot strive, and employees would not be compensated. Their satisfaction and loyalty are essential for long term success and growth. I deliver high-quality support across email, and live chat channels. Proven ability to resolve customer issues efficiently, improve satisfaction, and support business growth. Experienced with CRM platforms including Zendesk and Freshdesk, with strong skills in remote communication, ticket management, and customer retention. Adept at working independently in remote environments while maintaining high performance and service standards.
CORE COMPETENCIES
• Remote Customer Support (Email, Chat)
• Complaint Resolution & Escalation Handling
• Customer Retention & Satisfaction Improvement
• CRM Tools (Zendesk, Freshdesk)
• Ticketing Systems & SLA Management
• Troubleshooting & Issue Resolution
• Data Entry & Documentation
• Time Management & Remote Collaboration
• Cross-functional Team Support
PROFESSIONAL EXPERIENCE
Customer Support Specialist
Chris Telecommunication Outlet – Enugu, Nigeria
January 2022 – August 2024
• Managed high-volume customer interactions across phone, email, and live chat channels
• Resolved customer complaints and technical issues, improving customer satisfaction and retention
• Troubleshot service-related issues including call failures and recharge errors after SIM registration
• Maintained accurate customer records and tracked support tickets using CRM tools (Zendesk, Freshdesk)
• Collaborated with sales teams to follow up on leads and convert inquiries into sales opportunities
• Ensured timely responses and adherence to service level expectations (SLAs)
Customer Support Specialist
IFY’S Fashion Boutique – Abuja, Nigeria
June 2017 – September 2021
• Provided customer support and resolved inquiries in a fast-paced retail environment
• Maintained and updated customer databases with a high level of accuracy
• Tracked sales data and generated reports to support business decisions
• Improved customer experience through effective communication and prompt issue resolution
REMOTE EXPERIENCE
Customer Support Intern (Remote)
Excelerate (Online Platform)
September 2025 – January 2026
• Delivered remote support via online communication tools
• Managed and responded to customer tickets in a virtual environment
• Developed strong remote work skills including time management, communication, and task prioritization
EDUCATION
Bachelor of Science (B.Sc.) in Business Education
University of Nigeria, Nsukka
September 2020 – October 2024
CERTIFICATIONS
Virtual Assistant Training
Digital Witch Support Academy
Completed: 2025/2026
TECHNICAL SKILLS
• CRM & Support Tools: Zendesk, Freshdesk
• Microsoft Office: Excel, Word
• Communication Tools: Email, Live Chat Platforms
• Data Management & Reporting
KEY ACHIEVEMENTS
• Consistently resolved customer complaints efficiently, contributing to improved customer satisfaction
• Recognized for maintaining accurate records and reducing errors in customer data management
• Supported sales follow-ups that contributed to increased customer conversions
• Maintained 95% customer satisfaction rating
• Handled 40+ customer inquiries daily
REFERENCES
Available upon request
